_ExcerptCreateEditUser

used in Configuring individual users

Section	Field	Description
Personal Data
	Username	A username for the user. The username must be unique in the account. The user uses this username to log in to the NewVoiceMedia platform and ContactPad. Type the username you want your user to use. Username can only contain alphanumeric characters and underscores (_). For example, Demo_Agent. Username cannot contain spaces. We recommend using an email address to ensure uniqueness and to simplify integration with single sign-on. You cannot edit a username after you have saved the user.
	Name	The user's name for display purposes throughout the NewVoiceMedia platform. For example, this name appears when the user is logged in to ContactPad or in the users list. Type the name you want to appear in the user interface in relation to this user.
	Email	The user's email address. When you save the user, NewVoiceMedia sends an email to the provided address. The user must follow the link in the email to set the password to use when they log in to NewVoiceMedia platform or ContactPad. The link is valid for two weeks, after which the user must reset their password. For information about how a user resets their password, see Resetting your ContactPad password or Resetting your NewVoiceMedia platform password.
	SSO External Id	Optional. The value that you want NewVoiceMedia to use to match NVM users with their Salesforce or Microsoft users when using single sign-on. If single sign-on is enabled for your account and your account is configured to use an External ID as the identifier for single sign-on, type the value that will match the logged in Salesforce user's identifier value.
License Status
	License	The user's license. The license determines what tasks the user can perform in NewVoiceMedia and ContactPad. For information about licenses, see User Admin. Click Admin, Supervisor, Wallboard, or Agent in the License list.
	Voice Function	Determines whether the user can handle inbound or outbound interactions. If License is Agent, voice function is enabled by default and Voice Function disappears. Click Enabled or Disabled to enable or disable the ability for this user to handle interactions.
Agent Settings		Only for agents. 'Agents' includes users with an Agent license and voice-function-enabled users with non-Agent licenses.
	ID	A unique ID for the agent. You cannot edit an agent's ID after you have saved the agent.
	Physical Location	The country code for the agent's physical location. NewVoiceMedia uses Physical Location primarily for routing. Click the agent's physical location in the Physical Location list.
	Phone Number	The agent's phone number in national format. NewVoiceMedia routes calls to this number. Type the agent's phone number in national format.
	Virtual Location	The country code for the agent's virtual location. Using the NewVoiceMedia platform, an agent can make and receive calls from anywhere. For example, an agent could be in France but making and receiving calls from the United Kingdom. In this case, you should set Virtual Location to United Kingdom +44. The virtual location determines the format of the telephone numbers that appear in ContactPad. In this example: Telephone numbers appear in UK format When the agent makes an outbound call: The number that appears on the handset of the target is in UK format The agent can dial a UK number as if from the UK without using the international prefix Click the agent's virtual location in the Virtual Location list.
	In Country Display	In ContactPad various telephone numbers appear when an agent receives or makes a call. You can present these numbers in national or international format. NewVoiceMedia uses the In Country Display when locating associated records for screen pops. For more information about telephone number format, see Telephone number format. We recommend that you use international format throughout NewVoiceMedia.
	Telephony Region	The telephony region in which the agent is located. NewVoiceMedia uses an agent's telephony region to determine the telephony server to use when the agent makes an outbound call. Telephony Region is required for the Global Voice Assurance feature. For information about Global Voice Assurance, see Global Voice Assurance. If Global Voice Assurance is enabled for your account, provide the telephony region for the agent. For more information about setting the telephony region, see Setting the telephony region for an agent.
	Active	Determines whether this agent is active or not. Deactivate agents who have left the company or are on extended leave to avoid being charged for their license. To deactivate an agent, click to clear the Active check box. You cannot deactivate agents who are currently logged in. Agents who are deactivated can no longer log in. For more information about inactivating agents, see Inactivating an agent.
	WebRTC Enabled	Determines whether this agent can use ContactPad with WebRTC. For information about ContactPad with WebRTC, see ContactPad with WebRTC.
	Enforced Disposition Codes Enabled	Determines whether this agent must provide a disposition code for an interaction. For information about disposition codes, see Disposition codes.
	Callback Numbers	The outbound CLIDs, or callback numbers, available for the agent. For information about callback numbers, see Callback numbers. When you create an agent, all callback numbers in the account are available for the agent to use. Click the x alongside a callback number to remove it. Click Clear to remove all the callback numbers. Click All to add all the callback numbers.
	Transcribe calls	The ability to enabled transcription of calls at an agent level is not yet available in User Admin. You can only enable this in Real Time. To enable transcription of calls for individual agents, see Creating an agent.
Scheduled logout		The schedules that this agent is assigned to. For information about schedules, see User Admin. To add an agent to a schedule, click Add to schedules. Type the name of the schedule you want to assign the user to. To remove the agent from a schedule, click the X icon alongside the schedule.
Routing Settings		Only for agents. 'Agents' includes users with an Agent license and voice-function-enabled users with non-Agent licenses.
	Skills	The skills that are assigned to this agent. For information about skills, see User Admin. To add a skill to the agent, click Add to skill. Type the name of the skill you want to add. To remove an existing skill, click the X icon alongside the skill.
	Groups	The groups that this agent is in. For information about groups, see User Admin. To add the agent to a group, click Add to group. Type the name of the group you want to add the user to. To remove the agent from a group, click the X icon alongside the group.